All platforms of ITIL Service Operations (Incident Management, Problem Management and Request Fulfillment) are received and distributed among LTI technical teams based on individual technical skill, workload and priority. A clear escalation path is provided to all staff giving solid support from the first level triage up to the technical leader. Requests are managed and tracked with active participation from an Operational team that provides a supplemental layer of oversight to ensure consistency and success across all technology teams.
LTI utilizes ticketing tools in compliance with ITIL standards that provide for prioritizing all requests in the Service Operation platform. Tickets are addressed based by a client established priority with the goal of attaining complete compliance with established SLAs (Service Level Agreements). All tickets are tracked and managed by a team of Operations staff that have access to technical support personnel, leveraging those best suited to address the specific ticket within SLA. Regular reports are run to leverage incident metrics to identify trends and opportunities for increasing stability in the environment
LTI has a designated Change Manager that provides oversight to full compliance of Change Running Rules (guidelines established with and approved by the client). Daily meetings are held to ensure changes are on track for a timely completion. in the environment that cause a priority incident are reported with detailed analysis for improvement opportunities.
LTI has a designated Problem Manager that provides oversight to compliance of Problem Management best practices. Regular meetings are held with senior LTI management to ensure root cause is properly identified and remediated. Remediation efforts are applied across the client environment where applicable to prevent recurrence in other devices.
Control over your an IT inventory is essential to a well-run IT environment. Being able to track and manage your hardware and software inventory provides you a greater ability to keep your IT environment running effectively, efficiently and within risk and compliance guidelines.
Properly managing an IT inventory provides the visibility needed to make the right decisions on next generation functionality. Interoperability between platforms and licensing can cause significant rework adding to implementation time and cost. LTI supports the complete IT infrastructure spectrum and can reach out to engage subject matter experts as it relates to hardware, software and licensing to ensure that the correct direction is taken.